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Integrate voice with Aircall

Last Update: Sep 2024 • Est. Read Time: 4 MIN
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Aircall is a cloud-based phone system that supports customer service and sales teams. With the Aircall voice integration, you can manage your team's VOIP support in Kustomer. Aircall allows you to manage your inbound or outbound calls and automatically build a customer profile in Kustomer. You can also see a record of missed calls or voicemails, and add comments to existing calls during or after they are completed.

Who can access this feature?
User typesAll users can install and set up this app.


In this article

Prerequisites

You must have the following before beginning this integration:

  • An Aircall account.
  • The Aircall app you will use to answer calls. You can download the app for your device from your Aircall dashboard.
  • An Aircall API key in Base64 format.

How does Aircall work with Kustomer?

Once you answer a customer's incoming call, the conversation is assigned to you. When you transfer a call to another agent, Kustomer will automatically reassign the conversation to that agent.

When a customer calls you using Aircall, Kustomer can create new customers and conversations from the calls. If an existing customer calls you, Kustomer will create a new conversation on their existing timeline. During an inbound or an outbound call, call events are added automatically in Kustomer to mark call progress. 

If you miss a call, you’ll see a missed call or voice mail message, and you can add notes for active or completed calls.

Create an API token in Aircall

An API authorization token helps you identify which customer name stored in Kustomer is associated with the number that is calling you. This is helpful in identifying customers that might call your support center multiple times.

Note: You must create this token before installing the Aircall app in Kustomer.

  1. Log in to your Aircall dashboard.
  2. Select Account and then select API Keys.
  3. Scroll to the bottom of the page and select Add an API key.
  4. Copy the api id and api token and paste them in a secure location.
  5. Encode the api id and token into Base64 format. You can use a site such as https://www.base64encode.org/ to do this.
    1. Enter the api id and token into the Encode Base64 to format box in the following format: apiid:apitoken. Make sure you do not add a space between the colon :
    2. Copy the encoded data that appears in the lower box.
  6. Copy and save the token in a secure location. You will need this information when you install the app in Kustomer.

Install the Aircall app

To integrate Aircall with Kustomer, install the Aircall app from within the Kustomer App Directory.

  1. Go to Apps, search for Aircall in the App Directory, and then select Install.
  2. Enter the Aircall API key that you created earlier in the Aircall API token box.
  3. Select Install.
  4. Once the installation is complete, select Click to Copy in the table at the bottom of the page to copy the form hook URL to your clipboard. You'll need this endpoint hook URL on the Aircall site in the next step of the setup process.

Migrating to Kustomer from another platform?

If you are migrating to Kustomer from another platform and you currently use Aircall, you need to turn off the Aircall workflow in Kustomer until the migration is done and Kustomer is live. Not doing so will cause issues with Aircall on your current platform.

Note: This step is only necessary if you are migrating to Kustomer and are still using your existing platform. If your organization is live on Kustomer, do not deactivate the workflow.

  1. Go to Settingsand select Platform > Workflows.
  2. Select the App Created tab and search for Aircall.
  3. Turn off the workflow.

Once you go live on Kustomer, remember to follow these steps again to turn on the workflow so you can start connecting with customers via Aircall.

Configure settings in Aircall

The following steps must be done in Aircall. 

  1. Log in to your Aircall Dashboard.
  2. From the left navigation bar, select Integrations.
  3. Scroll down the page to the Discover More Integrations section and select Webhook.
  4. Select Install.
  5. Enter a name for the integration and paste the hook address you copied in Kustomer in the URL box.
  6. Specify the Aircall events that will be logged into Kustomer. You want to make sure you turn off all of the Number, User, and Contact events and only leave the following Call events turned on:
    • call.created
    • call.answered
    • call.hangup
    • call.ended
    • call.assigned
    • call.transferred
      Aircall settings with the following turned on: call.created, call.answered, call.hungup, call.ended, call.assigned, and call.transferred.

  7. Select Save.

FAQ

Q: Can I use the same phone number for voice and SMS with Aircall?

A: Yes. It is the only provider that allows you to use the same number for SMS and voice. You must contact your Aircall Account Manager to port your phone number(s) to a sub-Twilio account (this is all behind the scenes and does not disrupt service).  They will then give Kustomer the Account Token and SID (credentials), and we will connect the Twilio account like any other Twilio SMS connection. If you need assistance with this, please contact our support team. It is the only provider that allows you to do this.

Q: Why do incoming calls create extra drafts on the customer timeline?

A: This can occur if too many Call events are turned on in the Aircall settings. Double-check your settings against Step 6 of the Configure settings in Aircall section to ensure you only have the 6 specified events turned on.